Why assign the itil role when creating a resolver group?

[kmoussa]

I can't find a specific reason why I need to add the Type = itil to a resolver group. I've been told that it allows the fulfiller to pick the group for assignment but unsure why there exists any other reason. I am asking because we have a Role & Organisation group to which HR cases are assigned but we can't figure out why only two people can see the HR case, while there are 27 members of this group. The group is not assigned an itil role.

[SanjivMeher]

Based on number of itil licenses you use, ServiceNow will charge you. Thats the only way ServiceNow can identify how many fullfiller you have. And thats the only way a fulfiller can work on the ticket

[kmoussa]

But if the group is not given Type = itil then what is the impact? The HR case assigned to this non ITIL group needs to be passed onto the fulfillers using a different resolver group. Does it mean that we cannot use the Role & Organisation Resolver group or that it should be assigned itil? The fulfillers are already using an itil license based on another resolver group. ServiceNow will only count that person with one licence. I don't understand why they created the group for fulfillers to use and only two people in the group can actually see the HR case tickets (unless re-assigned)

[SanjivMeher]

I think the two persons who can see the HR cases has been assigned ITIL from some other group.

But rest of the members dont have ITIL.

Role and ACLs are very essential. If you want a user with non-ITIL and no role should be able to edit or view the record, thats a security concert.

So you need to provide itil role to the group or assign the HR cases to a fulfiller group which have ITIL role. There is no impact if ITIL is not provided, but you need to find out why this group was created.

[kmoussa]

Thanks. I think it makes more sense now. The other fulfillers have specific HR roles but most of them don't have itil inherited from any other group. There are a few with itil but I am testing whether they can see the case in Draft stage. It's a strange way they have set it up and so only those two people have access to re-assign the case that comes from the portal. Just can't find exactly where.